Cluster Director, Front Office

Yas Plaza Hotels by Aldar Hospitality; Abu Dhabi; On-site; AED 450,000 - 750,000; Full time

Job summary

Yas Plaza Hotels by IHG is seeking a Cluster Director of Front Office to lead Front Office and Guest Services across multiple properties on Yas Island. You will drive guest satisfaction, service standards, and financial performance while upholding brand quality.

The role requires 8–10 years in hotel operations, 3–5 years in a senior leadership capacity, strong budgeting skills, and proficiency with Opera PMS.

Qualifications

• Bachelor’s degree in Hospitality Management or a related field.
• 8–10 years of experience in hotel operations, including senior leadership across multiple properties.
• 3–5 years in a senior leadership role overseeing multiple properties or large-scale operations.
• Strong experience in Front Office and Housekeeping operations.
• Proven track record in budgeting and driving operational performance.
• Excellent leadership, communication, and organizational skills.
• Proficiency in PMS (Opera) and related reporting tools.
• Strong knowledge of luxury or upscale hospitality standards.

Responsibilities

• Oversee daily Front Office and Guest Services operations across all cluster properties.
• Ensure service quality aligns with brand standards and guest expectations.
• Monitor room readiness, cleanliness, and guest satisfaction metrics.
• Develop and implement SOPs across all properties.
• Lead, coach, and develop front office teams; conduct regular performance reviews.
• Manage budgets for Front Office and Guest Services and monitor KPIs.
• Work with Revenue Management to optimize inventory and pricing.
• Foster a high-performance culture and succession planning across the division.
• Ensure compliance with health, safety, and environmental standards.
• Participate in strategic planning and pre-opening/renovation transitions when required.

Skills

Front Office Leadership

Budget Management

Guest Service Excellence

Team Coaching

Communication

Operational Excellence

Education

Bachelor’s degree in Hospitality Management or a related field

Tools

Opera PMS

Job description

Yas Plaza Hotels by IHG is a dynamic collection of six international hotels located in the heart of Yas Island, Abu Dhabi. This vibrant destination offers a seamless blend of relaxation, indulgence, and recreation, making it the ultimate gateway to the Yas Island experience.

About the Job

The Cluster Director of Front Office is responsible for overseeing and managing the overall operations of the Front Office, Guest Services, and other related departments across multiple properties within a cluster. This role ensures exceptional guest experiences, operational efficiency, and financial performance while maintaining brand standards and service excellence.

Operational Leadership

• Oversee daily operations of Front Office and Guest Services across all properties within the cluster.
• Ensure consistent delivery of high-quality guest service in line with brand standards.
• Monitor room readiness, cleanliness, and guest satisfaction levels.
• Implement standard operating procedures (SOPs) across all properties.

Guest Experience

• Champion a guest-centric culture across the front office.
• Address and resolve guest complaints and feedback promptly and effectively.
• Ensure continuous improvement in guest satisfaction scores and online reviews.
• Develop and manage budgets for the Front Office and Guest Services across the cluster.
• Monitor key performance indicators (KPIs) such as occupancy, ADR, RevPAR, and labor cost.
• Identify opportunities to maximize revenue and control costs.
• Work closely with Revenue Management to optimize room inventory and pricing strategies.
• Lead, coach, and develop the front office team and Guest Services across properties.
• Conduct regular performance evaluations and implement training programs.
• Foster a positive and high-performance work culture.
• Ensure succession planning and talent development within the division.

Quality & Compliance

• Drive improvements in NPS, Guest Love scores, and overall guest satisfaction.
• Oversee the end-to-end guest journey and experience, including pre-arrival and post-stay communications.
• Ensure compliance with health, safety, and environmental standards.
• Conduct regular audits and inspections across all room division areas.
• Maintain adherence to brand standards, policies, and procedures.
• Collaborate with Sales, Revenue Management, Engineering, and other departments to ensure seamless operations.
• Participate in strategic planning and operational meetings.Support pre-opening, renovations, or transitions when required.

About You

• Bachelor’s degree in Hospitality Management or a related field.
• Minimum of 8–10 years of experience in hotel operations, with at least 3–5 years in a senior leadership role overseeing multiple properties or large-scale operations.
• Strong experience in Front Office and Housekeeping operations.
• Proven track record in managing budgets and driving operational performance.
• Excellent leadership, communication, and organizational skills.
• Proficiency in hotel systems such as PMS (e.g., Opera) and reporting tools.
• Strong knowledge of luxury or upscale hospitality standards is preferred.

Shape Your Career with Yas Plaza Hotels by IHG

At Yas Plaza Hotels, our people are at the heart of everything we do. Against the vibrant backdrop of Yas Island, you will be part of an inspiring environment where innovation meets elegance, and every day brings an opportunity to create meaningful guest experiences. By joining our culture of excellence, your passion for hospitality helps craft unforgettable moments and sets new standards for refined hospitality.

Equal Opportunity Statement

Aldar is an equal opportunity employer. We celebrate all forms of diversity and remain committed to creating an inclusive and accessible environment for all applicants and employees. We will ensure that all candidates are provided reasonable accommodations to participate in the job application process, be considered for a range of critical job functions and receive other benefits and privileges of employment, ensuring equitable opportunities and accessibility for all. Please contact us to request accommodation. Your data will be treated confidentially.